Navigating Change: Copper Street Capital’s Journey to a Tailored Salesforce Experience

Introduction

Copper Street Capital LLP is an alternative investment firm specialising in thematic, value-driven opportunities in the financial services sector. When they decided to transition from their existing CRM to Salesforce, they needed a tailored solution to meet their unique needs, especially in the realm of private equity and document sharing.

Challenges

Copper Street’s migration to Salesforce presented several challenges. The firm was initially slow to respond, causing delays and requiring a Change Request (CR) to adjust timelines. Furthermore, during the portal discovery phase, it became evident that Copper Street needed advanced file-sharing capabilities, which their current licenses did not support. They required the Community Plus license to share libraries of documents with specific users, which introduced additional complexity.

However, once Futureform stepped in and provided private equity-specific training, the engagement improved significantly, and the project picked up pace. Our team also worked with Salesforce to secure the necessary licenses for Copper Street at no additional cost, ensuring that their requirements were met without inflating the project budget.

Solution

Futureform delivered a customised solution that addressed Copper Street’s unique needs:

• Private Equity Template Installation
  We implemented a standard Salesforce template tailored for private equity, equipping Copper Street with a CRM designed for their industry. This included enabling list email sends and campaigns to allow Copper Street to send their monthly newsletters efficiently.
• Custom File-Sharing Community Portal
  Futureform created a custom-branded community portal using Customer Community Plus licenses. This allowed Copper Street to share files securely with specific users via the Salesforce Libraries feature.
• Single Page Access: The portal was designed with a single page where users could access and manage all shared files in one place, making it easy for them to find and share critical documents.

• Custom Branding: The portal was branded to reflect Copper Street’s identity, providing a seamless experience for users both internally and externally.

Results and Impact

The solution provided by Futureform significantly improved Copper Street’s operations and client engagement:

• Improved Client Engagement: Once private equity training was delivered, Copper Street became more engaged, which helped to expedite the project’s completion.
• Efficient Document Sharing: The custom community portal allowed Copper Street to securely share important documents with specific users, streamlining their communication and reducing the time spent manually distributing files.
• Cost-Effective Licensing: By securing the necessary licenses at the same price, Futureform saved Copper Street from potential added expenses, ensuring the solution was cost-effective.

Conclusion

Despite initial challenges, Futureform successfully guided Copper Street Capital through a smooth transition to Salesforce, addressing their specific private equity and document-sharing needs. By implementing a custom file-sharing portal and providing expert training, we helped Copper Street overcome delays and improve their internal processes. Today, Copper Street enjoys an efficient, tailored CRM system that enhances their ability to share information and communicate with clients.